Team Lead, Customer Care

Your mission

As a Team Lead in Customer Care at Bitpanda, your core mission is to oversee and empower a high-performing team within key customer-focused domains, including Community Engagement, Customer Retention, and Complaints Handling. You will ensure the successful execution of day-to-day operations and strategic initiatives by monitoring workflows, enabling team members, reporting on impact, and collaborating cross-functionally to elevate customer experience standards.

What you’ll do

• Supervise and support operational execution across three Customer Support domains:
• Community: Oversee social support activities across platforms, engage moderators, and ensure timely and effective public responses. Regularly coordinate internal alignment for community-led campaigns and events.
• Customer Retention: Drive performance of onboarding and offboarding retention processes and oversee Proof-of-Funds retention flows while identifying opportunities and patterns for user lifecycle improvement.
• Complaints: Guide the team in managing and resolving complaints within the Customer Care scope, ensuring adherence to internal standards and regulatory timelines.
• Monitor Support KPIs and team performance metrics daily, promptly addressing any gaps or undesired deviations to ensure continuous improvement.
• Report performance on a weekly, monthly, and quarterly basis, conducting quality assurance checks and coaching team members towards consistent support excellence.
• Optimise Standard Operating Procedures by working closely with team members and leveraging data-driven insights.
• Participate in or lead side projects, process enhancements, and feedback loops to improve tooling, team workflows, and support quality with a proactive attitude and problem-solving mentality.

Who you are

• Experienced Support Lead: Proven track record in high-volume, multilingual environments with a focus on operational excellence. Experience in project management is a plus.
• Customer-Centric Mindset: Passionate about enhancing the customer journey through data insights and service improvements.
• Proactive Problem Solver: Skilled at prioritising under pressure and bringing structure to complex challenges, you thrive in dynamic environments and agile operational structures.
• Empowering Team Leader: Committed to coaching, clarity, and fostering autonomy for team growth and success.
• Clear Communicator: Effective across all levels—insight sharing, escalation handling, and feedback delivery with intent.